East Ayrshire Council Community Reablement and Support Team Housing Support Service Education and Social Services Community Care Section Council

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1 East Ayrshire Council Community Reablement and Support Team Housing Support Service Education and Social Services Community Care Section Council Offices 9 Balmoral Road Kilmarnock KA3 1HL Telephone: Inspected by: Amanda Cross Type of inspection: Unannounced Inspection completed on: 16 September 2013

2 Contents Page No Summary 3 1 About the service we inspected 5 2 How we inspected this service 7 3 The inspection 12 4 Other information 24 5 Summary of grades 25 6 Inspection and grading history 25 Service provided by: East Ayrshire Council Service provider number: SP Care service number: CS Contact details for the inspector who inspected this service: Amanda Cross Telephone enquiries@careinspectorate.com East Ayrshire Council Community Reablement and Support Team, page 2 of 26

3 Summary This report and grades represent our assessment of the quality of the areas of performance which were examined during this inspection. Grades for this care service may change after this inspection following other regulatory activity. For example, if we have to take enforcement action to make the service improve, or if we investigate and agree with a complaint someone makes about the service. We gave the service these grades Quality of Care and Support 5 Very Good Quality of Staffing 5 Very Good Quality of Management and Leadership 4 Good What the service does well The service continues to provide very good individualised support to service users. There was very good evidence that the service was flexible and responsive to the needs of service users. Service users were supported by a dedicated staff team with whom they had formed positive and respectful working relationships. Service Users and Carers who took part in the inspection expressed appreciation and satisfaction with all aspects of the service. What the service could do better The service should continue to act on their development plans for improving the service. The service should continue to implement their new recording system for monitoring of six monthly reviews. Training needs of staff should continue to be reviewed and training records should be maintained accurately at all times as part of the supervision process. Recording of daily notes should be reflective and evaluate the effectiveness of the careplans. East Ayrshire Council Community Reablement and Support Team, page 3 of 26

4 Elements of the Quality Assurance process should be revised to ensure appropriate monitoring of the type of service actually being provided. What the service has done since the last inspection The service had proactively completed an up to date training plan for each staff member. This included training on issues relating to health, reablement, addictions and any other condition identified by the need of any service user. Conclusion East Ayrshire Community Reablement Service continues to provide a service of a very good standard that is appreciated and valued by people who use their service and their carers. The service is provided using a person centred manner. There was clear evidence of a flexible response to meeting the support needs of people, including ensuring staff undertake additional appropriate and ongoing training, in order to meet the health needs of service users. Who did this inspection Amanda Cross East Ayrshire Council Community Reablement and Support Team, page 4 of 26

5 1 About the service we inspected "The Care Inspectorate regulates care services in Scotland. Prior to 1 April 2011, this function was carried out by the Care Commission. Information in relation to all care services is available on our website at The Care Inspectorate will award grades for services based on findings of inspections. Grades for this service may change after this inspection if we have to take enforcement action to make the service improve, or if we uphold or partially uphold a complaint that we investigate. The history of grades which services have been awarded is available on our website. You can find the most up-to date grades for this service by visiting our website, by calling us on or visiting one of our offices. Requirements and recommendations If we are concerned about some aspect of a service, or think it could do more to improve its service, we may make a recommendation or requirement. - A recommendation is a statement that sets out actions the care service provider should take to improve or develop the quality of the service but where failure to do so will not directly result in enforcement. - A requirement is a statement which sets out what is required of a care service to comply with the Public Services Reform (Scotland) Act 2010 and Regulations and Orders made under the Act, or a condition of registration. Where there are breaches of Regulations, Orders or conditions, a requirement must be made. Requirements are legally enforceable at the discretion of the Inspectorate." East Ayrshire Council Community Enablement and Support Service is based in Balmoral Road Centre in Kilmarnock and Area West Centre in Kilmarnock. The service provides a Housing Support and Care at Home service to service users with learning difficulties or issues with mental health. The service has 6 teams which, between them, cover the entire East Ayrshire Council area. Within this service there is a mobile service which operates in the rural areas. The service's principle aims are: Maintaining and protecting people in their home within the community, safely and comfortably Encouraging service users' independence East Ayrshire Council Community Reablement and Support Team, page 5 of 26

6 Enabling service users to reach their full potential The service was register with the Care Inspectorate on 5 April Based on the findings of this inspection this service has been awarded the following grades: Quality of Care and Support - Grade 5 - Very Good Quality of Staffing - Grade 5 - Very Good Quality of Management and Leadership - Grade 4 - Good Inspection report continued This report and grades represent our assessment of the quality of the areas of performance which were examined during this inspection. Grades for this care service may change following other regulatory activity. You can find the most up-to-date grades for this service by visiting our website or by calling us on or visiting one of our offices. East Ayrshire Council Community Reablement and Support Team, page 6 of 26

7 2 How we inspected this service The level of inspection we carried out In this service we carried out a low intensity inspection. We carry out these inspections when we are satisfied that services are working hard to provide consistently high standards of care. What we did during the inspection A low intensity inspection was carried out by Care Inspector, Amanda Cross. We wrote this report after an unannounced inspection that took place to the service office base between 13:45 and 15:00 hrs on 15 August We visited 17 service users within their own homes on 26 August 2013 between 09:30 and 17:30 and on 30 August 2013 between 09:00 and 17:30 hrs. The inspection was completed and feedback was provided on 16 September between 10:00 and 14:30 hrs. We also spoke with other professionals who interacted with this service in supporting this client group. Care Inspectorate questionnaires were sent to the service prior to this inspection and 22 were received by us from service users and their families before the inspection. We also received 12 completed staff questionnaires. We observed staff engagement with service users and spoke with service users during this inspection. In this inspection we gathered evidence from various sources, including the relevant sections of policies, procedures, records and other documents, including: Service users' files Service users' care plans Medication records Residents' Assessments and Reviews The service's internal Quality Assurance System, including evaluation of questionnaires Service Action Plan Staff meeting minutes Complaints records Risk assessments Insurance Certificate Certificate of Registration Staffing Rotas Staff training records East Ayrshire Council Community Reablement and Support Team, page 7 of 26

8 We also spoke with: Registered manager Two Home Care Service Managers One Senior carer 6 Care Staff We also met with external health professionals consisting of: 8 Social Work Staff 1 Charge Nurse from Community Learning Disability Team Grading the service against quality themes and statements We inspect and grade elements of care that we call 'quality themes'. For example, one of the quality themes we might look at is 'Quality of care and support'. Under each quality theme are 'quality statements' which describe what a service should be doing well for that theme. We grade how the service performs against the quality themes and statements. Details of what we found are in Section 3: The inspection Inspection Focus Areas (IFAs) In any year we may decide on specific aspects of care to focus on during our inspections. These are extra checks we make on top of all the normal ones we make during inspection. We do this to gather information about the quality of these aspects of care on a national basis. Where we have examined an inspection focus area we will clearly identify it under the relevant quality statement. Fire safety issues We do not regulate fire safety. Local fire and rescue services are responsible for checking services. However, where significant fire safety issues become apparent, we will alert the relevant fire and rescue services so they may consider what action to take. You can find out more about care services' responsibilities for fire safety at East Ayrshire Council Community Reablement and Support Team, page 8 of 26

9 What the service has done to meet any requirements we made at our last inspection The requirement The provider must maintain accurate training recordsat all times. In order to achieve this the provider shall: 1. Review all training undertaken by staff and record this 2. Record timeously for all staff all training taken thereafter This is to comply with: The Social Care and Social Work Improvement Scotland (Registrations) Regulations 2011 (SSI 2011/ 28) Regulation 4 (1) - A regulation regarding Records, notifications and returns Timescale: Within 4 weeks from receipt of this report What the service did to meet the requirement The service managers had identified training issues which related specifically to the reablement service. This was more intensive than the basic training for housing support. All staff had had their annual training needs identified through the organisational system. The manager had devised a system to ensure additional training was being updated on the system and was reflected through supervision. The requirement is: Met - Within Timescales What the service has done to meet any recommendations we made at our last inspection Actions taken on recommendations made during the previous inspection are discussed within the main body of the report. The annual return Every year all care services must complete an 'annual return' form to make sure the information we hold is up to date. We also use annual returns to decide how we will inspect the service. Annual Return Received: Yes - Electronic East Ayrshire Council Community Reablement and Support Team, page 9 of 26

10 Comments on Self Assessment Inspection report continued Every year all care services must complete a 'self assessment' form telling us how their service is performing. We check to make sure this assessment is accurate. We received a fully competed self assessment which reflected the findings of this inspection. Taking the views of people using the care service into account Feedback from service user indicated a high degree of satisfaction with the service. Some feedback comments included: "I get a good service, the staff do what I ask them to. If they are going to be late then they will phone". "I am coping a lot better now I have been living in my new tenancy than I have in the past". "Without the support of the CREST team I wouldn't be able to manage on a daily basis. They support me to socialise, do shopping and eat properly. They also help me to look after my health". "I am very happy with the service". "I really couldn't manage without the service. I work great eith all the staff. I enjoy my social supports at the weekend and I'm looking forward to my holiday with the staff". "The staff make me feel happy. They help me with my cooking and housework. The staff are taking me on holiday. I'm looking forward to the break. I enjoy my social supports, especially when I go to the zumba on a Thursday and met up with my friend". "I would not be able to live independently without the support of the care staff from CREST. They support me to complete my daily tasks. "I am happy with the care and support I receive". "I think the service is great. Totally professional. They listen to you and adjust. In all the time I have used the service I have had no complaints". "The staff that support me are great and they always there to help". "I get on well with my support workers, they help me budget my money i.e pay bills, buyin gin food and keeping my house in order. They also listen to any problems that I may have and help me resolve them". East Ayrshire Council Community Reablement and Support Team, page 10 of 26

11 "good service" "I have great friendship with all my support workers". Taking carers' views into account Carers indicated they wer ehappy with the service. They appreciated the benefit to their relative of the supports provided to maximise their independence. Feedback comments included: "The service is great. They don't just look after my partner, they also help me". "It is good I get to meet up with my family member as the staff support us to do it". East Ayrshire Council Community Reablement and Support Team, page 11 of 26

12 3 The inspection We looked at how the service performs against the following quality themes and statements. Here are the details of what we found. Quality Theme 1: Quality of Care and Support Grade awarded for this theme: 5 - Very Good Statement 1 We ensure that service users and carers participate in assessing and improving the quality of the care and support provided by the service. Service strengths The grade awarded for this quality statement during the last inspection on 20 September 2012 was 4 - Good. The evidence we sampled during this inspection increased the grade to 5 - Very Good. We concluded this after looking at the service's records, questionnaires returned to the service and the Care Inspectorate, listened to what service users and their families told us and observed staff interacting and working with service users. The service had an effective participation strategy which included the facilitation of service user meetings such as tenant's council, consultation events for service users and carers and also used questionnaires. Feedback was then evaluated to determine how it could be used to develop and inform practice to benefit service users. Service users told us that their support plans were discussed and their goals set were agreed. During discussions, service users confirmed they agreed with, and understood their support needs. Service users and families also said they were encouraged to have their say in reviewing their goals to ensure ongoing improvement in their quality of life. Advocacy were involved with service users which enabled independent support when making decisions. Service users told us of the role of advocacy to assist in obtaining and decorating their own tenancies. Quality monitoring visits were carried out by the senior carers/manager to ensure feedback was obtained and service users were satisfied with their support. East Ayrshire Council Community Reablement and Support Team, page 12 of 26

13 To promote partnership working, service users received information relating to the service prior to acceptance. This information detailed the complaints procedure and a support service agreement was signed. This allowed service users to understand the type of service on offer and then decide whether it can meet their needs. Service users confirmed active involvement in assessing and improving the quality of their care through questionnaires and meetings. This was recorded through house meetings, service user meeting minutes and during six monthly reviews. To promote understanding for service users, information and documentation within careplans was provided in easy read format and/or pictorial information. This also included the complaints procedure. We observed discussion of support needs and how staff responded flexibly, redefining goals as necessary. This ensured appropriate support could be provided in a fairly structured manner. We found that there was a complaints procedure in place and most people were aware of this. We found that there had been no complaints received which caused significant concern. Areas for improvement A recommendation had been made during the last inspection which stated that: The manager should formalise and schedule service users' reviews to ensure that all statutory reviews are completed within the required timescales. Action taken We saw that the service managers had been liaising with social work staff relating to the reviews of the support. However, whilst they had been attending these reviews, the six monthly service reviews had been scheduled. This recommendation is NOT MET. This recommendation will be repeated for ongoing monitoring and review. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 1 Recommendations 1. The manager should formalise and schedule service users' reviews to ensure that all statutory reviews are completed within the required timescales. National Care Standards Care at Home Standard 4.1: management and staffing and East Ayrshire Council Community Reablement and Support Team, page 13 of 26

14 National Care Standards Housing Support service, Standard 4.4: Housing support planning Statement 3 We ensure that service users' health and wellbeing needs are met. Service strengths The grade awarded for this quality statement during the last inspection on 20 September 2012 was 4 - Good. The evidence we sampled during this inspection increased the grade to 5 - Very Good. We reached this decision after we had spoken with service users, staff and management. We also reviewed a number of relevant documents including support plans and medication systems. Two recommendations were made during the last inspection. 1. The manager should review the services' procedures and ensure that all such records are obtained timeously in order to ensure that the full range of information is available to staff who are supporting service users and their families. Action taken We saw how service managers were able to attend the review of future service users as a result of the positive working relationships with referring agencies. This allowed the managers to have access to a full range of appropriate information on commencement of the service. It also supported the development of care and support plans for service users in the absence of records being transferred. This recommendation has been MET. 2. The manager should address the security issue highlighted to the staff team during this inspection. Action taken Procedural guidance had been issued and all staff had signed appropriate documentation to promote safety and security. This recommendation has been MET. Two recommendations were made during the last inspection. Inspection report continued 1. The manager should review the services' procedures and ensure that all such records are obtained timeously in order to ensure that the full range of information is East Ayrshire Council Community Reablement and Support Team, page 14 of 26

15 available to staff who are supporting service users and their families. Action taken We saw how service managers were able to attend the review of future service users as a result of the positive working relationships with referring agencies. This allowed the managers to have access to a full range of appropriate information on commencement of the service. It also supported the development of care and support plans for service users in the absence of records being transferred. This recommendation has been MET. 2. The manager should address the security issue highlighted to the staff team during this inspection. Action taken Procedural guidance had been issued and all staff had signed appropriate documentation to promote safety and security. This recommendation has been MET. Inspection report continued Each service user had a personal plan which contained good details of their assessed need. This information was used to determine the areas in which an individual required support. A health passport was also completed which provided details of the support needs of each service user which allowed any hospital staff an overview of how to meet the needs of the service user being admitted. Positive links with external health professionals was evident by the management and staff. This communication facilitated timely support and advice for both service users and staff to promote the health and wellbeing of service users. The service encouraged and supported service users to participate in training and community activities. This promoted the development of peer networks which reduced isolation and improved the ability of service users to cope with daily life. All required contact details, such as, next of kin, other professional contacts including doctors was in place. We found records in place which identified who and when there had been legal powers used which had given responsibility to others to manage financial or care decisions for service users. We found staff had a clear understanding of service users which ensured their protection and best interests were being monitored. Health professionals had been instrumental in providing specific training on health related conditions to staff which allowed them to work more effectively with service users. This included assisting staff to deal with behaviours that challenged them, diet East Ayrshire Council Community Reablement and Support Team, page 15 of 26

16 and nutrition, mobility issues and addictions training. Other staff training included medication awareness, food hygiene, moving and handling and training through other agencies related to promoting eye health. All service users were supported by staff to attend an annual health review to ensure they maintained good health. Risk assessments were completed to allow service users access to community resources. Service users used facilities like the 'funky bikes' or the swimming pool. Service users told us this "keeps me fit" and "I like the bikes, they puff me out but they are fun". Observations of interactions between service users and staff demonstrated good relationships. Staff demonstrated a very good understanding of the needs of individual service users and they were often able to anticipate what a service user needed without the need for verbal communication. This often minimised and potential distress and allowed the service user to remain comfortable. Some service users showed us their garden, of which they were very proud. The garden was in process of incorporating a more sensory experience. The garden area also facilitated events such as birthday parties. Areas for improvement Although recommendation 2 has been met, the manager should monitor the effectiveness of this system through the quality assurance processes. The service adhered to the organisational medication policy, however, it is recommended that the service review their storage of medication within shared tenancies to promote safety. (see recommendation 1 of this quality statement). Whilst personal plans contained good detail on each person, the language used within the support plans and the daily evaluations should be more outcome focussed, person centred and service user friendly. This would promote a clearer understanding of the manner in which support is to be provided to service users. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 1 Recommendations Inspection report continued 1. The service should review their storage of medication guidance within the policy to promote safety of service users within shared tenancies. National Care Standards for Care at Home, Standard 4: Management and Staffing and Standard 8: Keeping well - medication East Ayrshire Council Community Reablement and Support Team, page 16 of 26

17 Quality Theme 3: Quality of Staffing Grade awarded for this theme: 5 - Very Good Statement 1 We ensure that service users and carers participate in assessing and improving the quality of staffing in the service. Service strengths The grade awarded for this Quality Theme at the last inspection on 20 September 2012 was 4 - Good. The evidence we sampled during this inspection increased the grade to 5 - Very Good. We reached this decision after we had spoken with service user, staff and management. We also reviewed a number of relevant documents and records. The service had requested and received feedback from Service Users about staff through questionnaires and quality monitoring visits by the manager. Staff told us this feedback provided discussion at supervision and team meetings to improve the service delivery for service users and highlight training needs. The strengths for this statement already include those already mentioned in Statements 1.1. Areas for improvement The service should continue to promote methods of obtaining feedback to improve the quality of staffing. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Statement 3 We have a professional, trained and motivated workforce which operates to National Care Standards, legislation and best practice. East Ayrshire Council Community Reablement and Support Team, page 17 of 26

18 Service strengths The grade awarded for this Quality Theme at the last inspection of 20 September 2012 was 4 - Good. The evidence we sampled during this inspection increased the grade to 5 - Very Good. We reached this decision after we spoke to service users, staff and management. We also reviewed relevant documents including supervision records. A requirement was made during the last inspection which stated: The provider must maintain accurate training records at all times. In order to achieve this the provider shall: 1. Review all training undertaken by staff and record this 2. Record timeously for all staff all training taken thereafter Action taken Inspection report continued The service managers had identified training issues which related specifically to the reablement service. This was more intensive than the basic training for housing support. All staff had had their annual training needs identified through the organisational system. The manager had devised a system to ensure additional training was being updated on the system and was reflected through supervision. This requirement has been MET. Staff received a structured induction programme on commencement of role. This included shadowing experienced staff to promote confidence and share practice for staff to meet the needs of service users. We observed positive relationships between service users and staff and saw how service users were receptive to their support workers. There was evidence of respect and positive communication between service users and their workers. This ensured service users' needs were identified in order to plan care and support. Fortnightly and Monthly team meetings were held which was based on a standing agenda. Minutes of these meetings reflected that information was shared and discussions held to promote and improve best and good practice. There was evidence of staff supervision taking place. Records reflected discussion concerning the needs of service users and supported staff in their role. Training was discussed as part of the supervision process in accordance with the changing needs of service users or staff specialist interest. Staff also told us that informal supervision takes place on an almost daily basis where the manager implemented an open door policy. This provided additional support. East Ayrshire Council Community Reablement and Support Team, page 18 of 26

19 The service had a well established staff team who were skilled and knowledgeable. This ensured continuity of support for service users. Staff spoke positively and with respect and value about service users and they demonstrated they enjoyed the work they do during discussions. Feedback comments from staff included: "Regular meetings help to be kept informed. Staff and manager communicates regularly through texts and phoning. As a carer, our opinions and thoughts on how to improve are listened to". "We have staff meetings for our team every four weeks and all teams come together every four weeks for training at North West Area Centre". "Training days have been relevant to my clients and also a two day course with the RNIB was very useful as I didn't know challenging behaviours could relate to certain eye conditions. Best course yet!" "The CREST team is valuable to the community and supports adults with Mental Health and /or Learning Disabilities. The team co-operates well with each other and fantastic support is provided to the service users. I would like to see the service expand in the future". "Our service is always looking for ways to improve. I feel I work well as part of a very good team". "... We are always given the opportunity to vice our concerns or opinions relating to each service user. This would take place at our team meetings twice a month or at anytime if we feel the need to air concerns. The senior care co-ordinator or manager can be contacted". Areas for improvement A recommendation was made during the last inspection: The manager should continue to carry out periodic audits of staff training to establish the gaps in training or refresher training and ensure that training is scheduled to address the gaps identified. Action taken The service managers had implemented some new quality assurance procedures for auditing training records. This was still in its infancy and so this recommendation will be repeated. This recommendation is NOT MET and will be repeated. Inspection report continued There was a planned programme for staff to complete the Scottish Vocational East Ayrshire Council Community Reablement and Support Team, page 19 of 26

20 Qualification in Care in accordance with timescales for staff registration with the Scottish Social Services Council (SSSC). Despite this, there was some feedback from staff relating to a lack of knowledge or understanding of role of the SSSC. The management should ensure staff are fully appraised of the legal requirement for function of this regulatory body in promoting the health, welfare and safety of service users. Whilst supervision was being carried out, a more reflective practice focus would provide identification of areas for personal and professional development of staff. This would also allow setting objectives and support the appraisal process. To ensure staff have up to date information and understanding, consideration should be given to discussion of policies and procedures at team meetings. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 1 Recommendations Inspection report continued 1. The manager should continue to carry out periodic audits of staff training to establish the gaps in training or refresher training and ensure that training is scheduled to address the gaps identified. National Care Standards Care at Home, Standard 4.1 and 2: Management and staffing and National Care Standards Housing Support Service Standard inclusive: Management and staffing arrangements. East Ayrshire Council Community Reablement and Support Team, page 20 of 26

21 Quality Theme 4: Quality of Management and Leadership Grade awarded for this theme: 4 - Good Statement 1 We ensure that service users and carers participate in assessing and improving the quality of the management and leadership of the service. Service strengths The grade awarded for this Quality Theme at the last inspection on 20 September 2012 was 4 - Good. The evidence we sampled during this inspection increased the grade to 5 - Very Good. We reached this decision after we had spoken with service user, staff and management. We also reviewed a number of relevant documents and records. The service had sought feedback via the use of questionnaires and these were discussed at management and staff meetings. This is to identify any necessary changes for implementation in the service direction. The strengths for this statement already include those already mentioned in Statements 1.1, and 3.1. Areas for improvement The service should continue to develop and enhance their methods of obtaining feedback on the quality of management and leadership. Grade awarded for this statement: 5 - Very Good Number of requirements: 0 Number of recommendations: 0 Statement 4 We use quality assurance systems and processes which involve service users, carers, staff and stakeholders to assess the quality of service we provide Service strengths The grade awarded for this quality statement at the last inspection was 4 - Good. The evidence that we sampled at this inspection maintained the grade of 4 - Good. We reached this decision after we read the participation strategy and saw evidence of East Ayrshire Council Community Reablement and Support Team, page 21 of 26

22 how it was implemented, read service user records, and examined questionnaire returns. We also had discussions with service users on their involvement in influencing the service they received. The staff and management worked with commitment and dedication to meet the aims and objectives of the service and ensure a good service for service users. The service submitted a fully completed self-assessment which outlined strengths and areas for development. The manager completed this document after consultation with staff and based on feedback from service users. Policies and procedures were being reviewed to ensure reflection of best practice guidance and current Scottish and National legislation. The service had an effective complaints policy. This was evidenced by the manager responding to areas identified through an action plan. An action plan had been developed with timescales on how the service met the Quality Statements under which the Care Inspectorate inspects. This was being implemented for all staff to be involved in to ensure the needs and wishes of service users were being met. Accidents and incidents are recorded appropriately with evaluation of the outcomes used to update risk assessments to promote safety. One example of the effectiveness of an audit process of spot checks led to a discussion with staff about the changing of shift times in order to meet the needs of service users. The management went to great lengths to ensure they involved service users in the inspection process which service users told us they appreciated. One service user told us "They are good to me and I wanted to tell you that". Health professionals told us how effective the service was and how they were asked for feedback to ensure a quality service is provided. Areas for improvement Inspection report continued We saw how evidence that some audits were completed. Examples included care plan audits, spot checks, training, feedback from questionnaires. However, there was inconsistent evidence that this information was being routinely evaluated and used to develop the service and improve practice. The manager should improve the recording systems to ensure that the quality assurance systems as detailed in the policy are completed appropriately to allow future service development. Consideration should be given to how the service managers should be registered with East Ayrshire Council Community Reablement and Support Team, page 22 of 26

23 the Scottish Social Services Council (SSSC) within the relevant timescales. The manager should continue to monitor the registration certificate and ensure it reflects the services being provided. Additional areas for development that are relevant to this quality statement are discussed throughout the other quality statements. Grade awarded for this statement: 4 - Good Number of requirements: 0 Number of recommendations: 0 Inspection report continued East Ayrshire Council Community Reablement and Support Team, page 23 of 26

24 4 Other information Complaints No complaints have been upheld, or partially upheld, since the last inspection. Enforcements We have taken no enforcement action against this care service since the last inspection. Additional Information Action Plan Failure to submit an appropriate action plan within the required timescale, including any agreed extension, where requirements and recommendations have been made, will result in the Care Inspectorate re-grading a Quality Statement within the Quality of Management and Leadership Theme (or for childminders, Quality of Staffing Theme) as unsatisfactory (1). This will result in the Quality Theme being re-graded as unsatisfactory (1). East Ayrshire Council Community Reablement and Support Team, page 24 of 26

25 5 Summary of grades Quality of Care and Support Very Good Statement 1 Statement Very Good 5 - Very Good Quality of Staffing Very Good Statement 1 Statement Very Good 5 - Very Good Quality of Management and Leadership Good Statement 1 Statement Very Good 4 - Good 6 Inspection and grading history Date Type Gradings 20 Sep 2012 Unannounced Care and support 4 - Good Staffing 4 - Good Management and Leadership 4 - Good All inspections and grades before 1 April 2011 are those reported by the former regulator of care services, the Care Commission. East Ayrshire Council Community Reablement and Support Team, page 25 of 26

26 To find out more about our inspections and inspection reports Read our leaflet 'How we inspect'. You can download it from our website or ask us to send you a copy by telephoning us on This inspection report is published by the Care Inspectorate. You can get more copies of this report and others by downloading it from our website: or by telephoning Translations and alternative formats This inspection report is available in other languages and formats on request. Telephone: enquiries@careinspectorate.com Web: East Ayrshire Council Community Reablement and Support Team, page 26 of 26

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